Templates
Why does the template have the “Paused” status?
- The WhatsApp channel on whose behalf this template was sent has received many complaints from the recipients.
- Most recipients didn’t read the messages sent to them.
Possible reasons for unsuccessful broadcast:
- The broadcast contains information that is irrelevant to the recipients.
- The broadcast is not timely.
- The broadcast is not personalized.
What should I do if the template has the “Paused” status?
Review and analyze key template criteria:
- Consider the audience. The information in the broadcast should be relevant and useful to all recipients.
- Check the template text and attachments. The broadcast text should be personalized.
- Check the time of sending the broadcast. It should be sent at an appropriate time, considering its content.
- If incorrect recipients are specified in the broadcast, correct the recipients.
- If there are errors in the template, create the correct template and use it for future broadcasts.
- Continue planning and sending broadcasts.
Can I use the template with the “Paused” status?
Yes, but only after it switches to the Active status 3 to 6 hours after the pause.
Why does the template have the “Disabled” status?
- The WhatsApp channel on whose behalf this template was sent has received many complaints from the recipients.
- Most recipients didn’t read the messages sent to them.
- The template wasn’t edited when it switched to the Paused status.
- Complaints from recipients continue to be received.
Possible reasons for unsuccessful broadcast:
- The broadcast contains information that is irrelevant to the recipients.
- The broadcast is not timely.
- The broadcast is not personalized.
What should I do if the template has the “Disabled” status?
Find out why the template was disabled:
- Consider the audience. The information in the broadcast should be relevant and useful to all recipients.
- Check the template text and attachments. The broadcast text should be personalized.
- Check the time of sending the broadcast. It should be sent at an appropriate time, considering its content.
- Note any errors found to avoid repeating them in other templates.
- Create and use a new template.
- Continue planning and sending broadcasts using the new template.
Can I use the template with the “Disabled” status?
No, you can’t use the disabled template to send broadcasts. To use the template for future broadcasts, you can only correct it from the Paused status.
How do I send multiple images or videos in one template?
You can only send one attachment in a template: a document, image, or video. You can’t send multiple attachments simultaneously.
What attachments can I use in templates?
You can use the same attachments in templates as you can in messages, except for documents. Documents can only be .pdf files.
Channel Quality
When does the WhatsApp channel quality become medium?
When the WhatsApp channel receives complaints from broadcast recipients. Medium channel quality serves as a warning, but doesn’t prevent the channel from operating and sending broadcasts.
Maintaining WhatsApp Channel QualityWhat should I do if the WhatsApp channel quality becomes medium?
If you’ve sent a broadcast in the last 24 hours, analyze it:
- Consider the audience. The information in the broadcast should be relevant and useful to all recipients.
- Review the text and attachments in the template. The broadcast text should be personalized.
- Check the broadcast sending time. The broadcast should be sent at an appropriate time, considering its content.
- If the broadcast specifies incorrect recipients, correct the audience.
- If the template contains errors, create a correct template and use it for future broadcasts.
If you haven’t sent a broadcast in the last 24 hours, check the two-way communication quality:
- Make sure that you respond to customers quickly and in a timely manner.
- Make sure that you are polite and respectful when communicating with customers.
- Make sure that your chatbot is working properly, if you have one.
- Make sure that you have the ability to transfer the conversation from the chatbot to a human.
- If necessary, improve the two-way communication quality.
When does the WhatsApp channel quality become low?
When the WhatsApp channel receives many complaints from broadcast recipients. Low quality channels have lower daily limits and an increased risk of being banned.
Maintaining WhatsApp Channel QualityWhat should I do if the WhatsApp channel quality becomes low?
Stop all broadcasts and don’t start sending new ones.
If you’ve sent a broadcast in the last 24 hours, analyze it:
- Consider the audience. The information in the broadcast should be relevant and useful to all recipients.
- Review the text and attachments in the template. The broadcast text should be personalized.
- Check the broadcast sending time. The broadcast should be sent at an appropriate time, considering its content.
- If the broadcast specifies incorrect recipients, correct the audience.
- If the template contains errors, create a correct template and use it for future broadcasts.
If you haven’t sent a broadcast in the last 24 hours, check the two-way communication quality:
- Make sure that you respond to customers quickly and in a timely manner.
- Make sure that you are polite and respectful when communicating with customers.
- Make sure that your chatbot is working properly, if you have one.
- Make sure that you have the ability to transfer the conversation from the chatbot to a human.
- If necessary, improve the two-way communication quality.
Channel Status
When does the channel status change to “Warning”?
When the WhatsApp channel receives many complaints from broadcast recipients and the channel quality becomes low. The Warning status lasts for seven days. If you continue to send broadcasts with this channel status and continue to receive complaints from recipients, the channel’s daily limit will decrease, not increase.
Maintaining WhatsApp Channel QualityWhat should I do if the channel status changes to “Warning”?
Stop all broadcasts and don’t start sending new ones.
If you’ve sent a broadcast in the last 24 hours, analyze it:
- Consider the audience. The information in the broadcast should be relevant and useful to all recipients.
- Review the text and attachments in the template. The broadcast text should be personalized.
- Check the broadcast sending time. The broadcast should be sent at an appropriate time, considering its content.
- If the broadcast specifies incorrect recipients, correct the audience.
- If the template contains errors, create a correct template and use it for future broadcasts.
If you haven’t sent a broadcast in the last 24 hours, check the two-way communication quality:
- Make sure that you respond to customers quickly and in a timely manner.
- Make sure that you are polite and respectful when communicating with customers.
- Make sure that your chatbot is working properly, if you have one.
- Make sure that you have the ability to transfer the conversation from the chatbot to a human.
- If necessary, improve the two-way communication quality.
When does the channel status change to “Flagged”?
When the daily limit for sending template messages to unique numbers is reached.
Maintaining WhatsApp Channel QualityWhat should I do if the channel status changes to “Flagged”?
- If the broadcast is urgent, send undelivered messages through other channels.
- Analyze the broadcasts sent in the last 24 hours in the Broadcasts section or in the Analytics → Messages section to understand when the restriction will be lifted.
- Wait for the channel status to change to Correct. This can take up to 24 hours.
- Continue planning and sending broadcasts.
Channel Daily Limit
What is the daily limit?
The daily limit is a certain amount of unique numbers to which a template message can be delivered.
Maintaining WhatsApp Channel QualityHow is the daily limit set?
The daily limit for sending messages depends on the company’s channel quality and the number of messages delivered.
How do I know the current daily channel limit?
The daily channel limit is available in the WhatsApp channel information on the Channels tab.
WhatsApp Channel InformationHow do I remove the limit on daily broadcasts?
You can’t remove this limit. To increase the allowed number of broadcasts per day, keep the WhatsApp channel quality high and send more messages.
Maintaining WhatsApp Channel QualitypWill the allowed number of broadcasts decrease if the customer sends few messages?
The number of customer messages doesn’t affect the allowed number of broadcasts per day. The allowed number will only be reduced if the WhatsApp channel quality degrades, for example due to customer complaints.
Maintaining WhatsApp Channel QualityWhat are the restrictions on sending marketing messages?
A single recipient cannot receive:
- more than 2 marketing messages within 24 hours from the same company, if the recipient hasn’t responded to any message;
- more than 4 marketing messages from any company within 24 hours;
- more than 10 marketing messages from any company within 7 days.
Official Channel Status
What is the official channel status?
The official channel status means that the company has verified the authenticity of its account and has been verified by Facebook Business Manager. Official channels have a green checkmark next to their name.
The official channel status doesn’t affect its operation.
How do I get the official channel status?
To obtain official status, the company should verify the authenticity of its account and verify it in Facebook Business Manager.
Only a publicly-known company can be granted official status.
What is the official channel status for?
Official channels have a green checkmark next to their name. When customers receive messages through the official channel, they see the company name instead of the phone number. An official channel also increases customer confidence and reduces the risk of complaints.
How to Verify Company in MetaChannel Registration
Phone Number
Do I need to enter the phone number from which the broadcasts will be sent in my Facebook business account?
No, you don’t. When you verify on Facebook, you provide a phone number that you can prove is registered. You provide the phone number for broadcasts on the edna application form. This number is not verified by Facebook.
Who should I register a phone number for sending broadcasts to?
The phone number from which broadcasts are sent can be registered to any individual or legal entity. This number is not verified by Facebook.
Can I use an international or virtual phone number to register the WhatsApp Business API?
Yes, you can use any number that can deliver a confirmation code from an international number.
Can I use a short number to register the WhatsApp Business API?
The use of short numbers is not allowed.
Can I use an answering service number or IVR to register the WhatsApp Business API?
When you receive a code during a call and an Interactive Voice Response (IVR) is configured for your phone number:
- set up routing for incoming calls with the country code “+1” directly to the mobile operator;
- find and listen to the call recording in the IVR logs.
What number does Facebook call from to verify the business phone number?
To find out a specific number, contact your personal edna manager. The call will come from an American number with the code “+1”.
Do I need to keep the SIM card in the phone at all times?
No, you don’t. The SIM card only needs to be in the phone at the time of phone number confirmation.
How do I change the number for sending broadcasts?
You can’t change the number for sending broadcasts. If necessary, you can add a new number and block the old one.
Company Verification
Is it necessary to verify the company in Facebook Business Manager?
No, it’s not. There is a fast connection without verification. This connection has the following limitations:
- you can’t get the official channel status (green tick);
- maximum daily limit is 250 delivered template messages per day.
There are no restrictions in terms of templates and channel work.
Maintaining WhatsApp Channel QualityWhich companies should be verified in Facebook Business Manager?
Companies that want to:
- have a daily limit of more than 250 template messages delivered per day;
- get the official channel status (green tick);
- show the company name instead of the phone number.
What documents do I need to verify?
For more details, see the instructions on how to verify a WhatsApp account in Facebook Business Manager.
How to Verify Company in MetaHow long does the verification take?
Verification usually takes no more than 10 working days, but may take longer.
What should I do if the verification is delayed?
Contact your personal edna manager. The manager will give you possible reasons for the delay in verification and tell you what you can do to speed up the process.
How will I know if the company has passed or failed verification?
Upon successful verification in Facebook Business Manager, the company will receive a notification that it has passed verification. The company will receive Verified status.
If verification is unsuccessful, the company will receive a notification in Facebook Business Manager that it hasn’t passed verification.
What should I do if the company verification fails?
Contact your personal edna manager. The manager will give you possible reasons for unsuccessful verification and tell you what you need to do to try to verify the company again.
General Questions
Can a company register more than one business account?
Yes, it can. Companies with verification can connect up to 20 numbers. Companies without verification can connect up to two numbers. One number is one business account.
What is the purpose of a Facebook business account when connecting to the WhatsApp Business API?
The WhatsApp Messenger is owned by Meta. At the request of the company, the customer’s company should use a Facebook business account to connect to the WhatsApp Business API account.
How do I connect to the WhatsApp Business API for a sole trader or individual?
Sole traders or individuals are not permitted to connect to the WhatsApp Business API. You should be a registered legal entity to connect.
Channel Features
Limitations
How many messages can I send to a customer?
There is no limit to the number of messages per customer.
What is the maximum number of characters in a free text message?
4096 characters.
General Questions
If the customer writes first, do I need to get their permission to receive broadcasts?
Yes, you do. It’s mandatory.
How do I use the WhatsApp Business API to join a group chat?
You can’t join group chats using the WhatsApp Business API.
How can I hide the status of a message read by the company?
By default, all incoming messages from customers are marked as read in edna Pulse, but you can disable this setting. If your software supports automatic delivery of message status, set up delivery of a read confirmation when the message is opened.
Message Read ConfirmationHow can I find out the details of customers who have blocked or complained about the channel?
This is confidential information that Facebook doesn’t share. You also won’t be able to see spam complaint statistics or a complaint scale that reflects the WhatsApp channel quality.
Maintaining WhatsApp Channel QualityHow do I know if the customer is a WhatsApp user or not before sending a message?
You can’t check this. If the customer doesn’t use WhatsApp, the message sent to them won’t be delivered with the status not-whatsapp-user.
Can I format the text of the message I want to send?
Yes, you can.
What attachments can I use in a message?
When sending messages in conversation, you can use the following attachments:
- Images in
.jpegor.pngformat. The maximum size is 5 MB. - MIME type documents, including
doc.. The maximum size is 5 MB. - Video in
.mp4or.3gppformat. The maximum size is 16 MB.
How do I connect a catalog for WhatsApp Business API?
Follow the guide:
Using WhatsApp CatalogsProvider Change
Can the customer change the WhatsApp Business API provider and keep the phone number?
Yes, they can.
What data will be saved after account migration?
When migrating an account, the following information is saved and automatically transferred:
- channel name;
- channel quality rating;
- limit on the number of messages;
- the official status of the channel, if it was previously received;
- all approved template messages are of high quality.
What data won’t be saved after account migration?
Message history, low quality template messages and rejected or pending templates won’t be saved after account migration.
General Questions
What is MAU and how is it calculated?
MAU (Monthly Active Users) is the number of unique phone numbers of users from whom incoming messages were received and to whom outgoing messages were successfully delivered during a calendar month.
For example, if a company sends a broadcast on 31 October and the user responds on 1 November, the MAU is counted twice.
If the phone has a SIM card, can I make calls using both mobile and WhatsApp?
You can make mobile calls from a number connected to the WhatsApp API, but calling is not available using the WhatsApp application.
Can I receive messages on the WhatsApp mobile application?
You won’t be able to receive messages in the WhatsApp mobile application if the WhatsApp Business API is enabled.
If the number is connected to the WhatsApp Business API, the WhatsApp application will be unavailable as you cannot use two WhatsApp products at the same time.
How do I change the information in my WhatsApp Business API profile?
Send a request to edna support.
In the request, specify the information to be changed and the channel for which the changes are required.
Can the customer link the WhatsApp Business API to a landline number on their Facebook page?
Yes, they can.
How can the client connect the WhatsApp button on the Facebook page?
Follow the guide:
Adding Click-to-WhatsApp Button to Facebook PageHow many links can I add to my company profile?
You can add a maximum of two links to websites or social networks to your company profile.
What should I do if I can’t send WhatsApp broadcasts?
Make sure you send messages using registered operator templates that are active in Meta and edna Pulse. When sending messages, the text must fully match the registered templates, taking into account the number of characters, formatting and line breaks.
If you send messages via other systems, make sure that template messages are sent with all template attributes (signatures, headers), as some partners only support sending text templates.
How to Create a WhatsApp Operator Template and Submit it for Registration